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Industry Research : 9 in 10 European Executives are Now Looking to AI to Improve CX, New Survey Reveals

#contactcenterworld, @odigo

Odigo, a global provider in Contact Center as a Service (CCaaS) solutions, has announced findings from its annual AI for CX report. The research, conducted by Davies Hickman, surveys over 1000 business executives in Belgium and the Netherlands, France, Germany, Spain and the UK, and analyzes how contact centers are leveraging AI to enhance their offerings and their attitudes to new technologies.

Speaking to executives in sales & marketing, operations, logistics, IT, HR, finance and leadership roles, this year’s findings point towards an appetite within organizations to invest in AI and to further grow and improve customer experience (CX) offerings. Respondents were clear on the opportunities offered by AI. They recognized the need for innovation to make their services more streamlined and effective, and to assist contact center agents. However, respondents also admitted that they did not fully understand AI and that the growing skills gap in this area is hindering the adoption of this technology.

AI adding value

The coming two years are set to bring huge investment in AI, with 89% of European executives agreeing they’ll look to invest in that time frame. For the majority of these business leaders, the value of AI is clear. Whether to improve contact centers (78%), build better customer support (70%), or simply to reduce contact center costs (81%), respondents recognized the need to improve their CX and the role for AI in achieving those goals.

Customer experience also remains a core driver for investment, and with contact centers increasingly the only direct line between brands and consumers, it’s of little surprise. Of those surveyed, 89% believe investing in AI is a good way to improve CX. Meanwhile, over 80% think AI will add value now and in the future, for CX management, intelligent customer performance management, omnichannel customer profiles, process automation and smart data management.

Thibaud Pietri, Chief Product Officer at Odigo said : "In an increasingly complex environment, where customers interact with brands using multiple communication channels, technologies such AI are becoming essential to increase brands’ performance. As AI is quickly becoming a cornerstone of customer service the study clearly shows the role that companies like Odigo can play in bridging the skills and technology gaps by providing business with robust CCaaS solutions and enabling them to deliver excellent customer experience. It can also help brands provide a more qualitative approach that enables contact center agents to be as personal and compassionate as a neighborhood shopkeeper."

Lack of skills is holding businesses back

The research shows that one of the main barriers to AI adoption in contact centers is a lack of knowledge and skills. 75% of executives in Europe agree that there is indeed a shortage among their workforce, while 69% of European executives admit they don’t understand how emerging technologies such as AI could add value to their operation and only 16% giving their digital transformation a rating of 90% or better.

The lack of knowledge and skills in AI shows how crucial it now is for businesses to invest in upskilling existing staff as well as looking outside of their usual talent pool to build a workforce that enables them to take the next step in improving CX, while making their operations more efficient and cost-effective.

Investment must be in skills alongside technology

Businesses across Europe indicate a readiness for AI. If implemented in the right way, AI significantly improves CX and overall customer satisfaction (CSAT) in contact centers by assisting agents in maximising their existing skills – which leads to better overall efficiency and productivity across the board.

However, to do this businesses must invest more in educating their workforce in AI so that they can support its implementation internally. Leaders must also do more to attract and retain the best talent where possible by showing that they are leading the way in innovation among contact centers.

#contactcenterworld, @odigo

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.odigo.com


About Odigo:
Company LogoOdigo helps large organizations connect with individuals through cloud-based contact center solutions. Its proprietary technologies enable a seamless, efficient, omnichannel experience for its customers and a satisfying, engaging experience for service agents. Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 250 clients around the world.
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Today's Tip of the Day - Make Self Service A Breeze

Read today's tip or listen to it on podcast.

Published: Wednesday, August 11, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

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